Job Description

We have an exciting opportunity for a pro-active team player to join our passionate and diverse Customer Operations team as a Customer Success Manager.



As a Customer Success Manager, you will work with independent and corporate veterinary clinics to onboard them to their new IDEXX softwar e system. You will act as a consultant and subject matter expert to ensure best practices are followed and the clinic is set up for success.



This is a virtual role requiring travel and possible overnight stays on a regular basis to support customer onboarding and team meetings.



Who you are



You have clinical veterinary certification as either a qualified vet or vet nurse



Must have experience with Animana and Smartflow



You have the ability to build strong relationships and work with teams, peers, and external partners on cross- organisation initiatives. This role requires you to be comfortable working in English.



You're renowned for being a great people person with a positive and professional attitude



You're confident with strong communicating skills?and are genuinely passionate about looking after your clients



You take great pride in being willing and able to help others



Your colleagues appreciate you for being very well organised with an ability to juggle many client-demands at any one time



You problem solve complex subjects whilst keeping a calm exterior



You pride yourself on your attention to detail and like to be able to look back on a job well done



You effortlessly adapt to your audience's needs and are constantly assessing the effectiveness of your communications to ensure you're under stood



You're a great listener and patient teacher of people w ith varying ski lls and experience levels



You are great at planning ahead and always start with the end in mind to ensure that your clients are future proofed



You work well under pressure with tight time constraints but are also?not afraid to take a step back and look crit ically at what needs to be done



Due to the nature of SaaS, you should be comfortable with change and ambiguity showing resilience and agility



You are skilled in objection handling enabling you to keep the client focused whilst managing the change process



You thrive on travelling to see "your" clients and are happy to be away from home on a regular basis



What you'll do

Client Delivery



Deliver on-site and remote consulting and training sessions to implement best practice workflows . Experience in a consultancy position is expected



Deliver remote implementation and training sessions to configure and setup client accounts



Develop robust solutions to clients' problems through active listening and questioning to identify actual need rather than question asked



Take accountability for quality of delivery and actions taken



Work alongside the Account Management team to r each out to existing clients as needed



Client Session Preparation & Support



To balance the needs of the customer and company, you must be comfortable setting clear expectations and deadlines



Deliver high quality customer facing sessions in line with documented processes



Plan and prepare thoroughly for each client session to ensure sess ions are relevant and effective



Plan and manage your own diary to ensure efficient travel and remote client sessions



Respond to consulting questions and troubleshooting from client sessions



Triage how-do- I questions to Customer Support



Liaise with the client and work with the Data Services team t o manage the conversion of client data



Perform detailed conversion checks on client PIMS data and effectively manage client feedback



Accurate and timely completion of all associated admin



Collaboration & Process Improvement



This is a consultancy role within a strong process driven team where you will be expected to use existing procedures whilst consistently striving for excellence and improvement



Maintain close contact with IDEXX Veterinary Software and IDEXX diagnostic sales teams ensuring they understand the value proposition of our Veterinary Software offerings



Keep in close contact with the regional Customer Support team



Work with Product team to p rovide experience & customer feedback to influence the direction and suitability of development solutions



Provide subject matter expertise to the business



Identify sales opportunities and support consultative sales approach

Why IDEXX:

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.



So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.



Let's pursue what matters together.



IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.



IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.



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